Contact Center Association Podcast: VPI Unveils Next-Gen Quality and Performance Management Tools and Best Practices

I always appreciate sitting down and chatting with leaders in the contact center industry. It gives me the opportunity to learn about new trends or issues and I get to share how VPI is helping solve those issues.  Patrick Botz, VPI’s VP of Marketing, recently had such a chat with Rich Hand, the Director of Membership and Publications for Contact Center Association (CCA). The topic was the critical nature of analytics in the performance and success of contact centers. Listen to the Queue-Talk podcast on the CCA Web site to learn how leveraging analytics improves not only the customer experience and quality of the contact center, but ultimately the business overall.

But wait there’s more! Patrick will also be speaking about the importance of analytics at CCA’s Contact Center Conference Fall 2011, Oct 3-6 in Phoenix, Arizona. His session, “Analytics-Driven Quality Monitoring and Coaching: The Next Generation in Contact Center Quality Management,” will be held on Wednesday, October 5 at 2:30 pm. This is an outstanding conference for anyone involved in the management of the customer experience and success of your contact centers. Hope to see you there!

Will you be attending the Contact Center Conference? Let me know!